Hear from the most knowledgeable service partners from the Salesforce ecosystem.
Track 1: Create a better customer experience and grow your business with data, AI and automation
Customers' expectations are increasingly higher when it comes to customer service. They demand instant, clear service and follow-up that is tailored to their needs. This mass-personalisation requires data, bringing it together and converting it to empower actions. When done right, the potential is enormous. Gen25 and ‘Retailer of the year’ category winner Beter Bed will share how to use data to reinforce a strong positioning, grow your business and increase customer satisfaction.
Track 2: How voice technology improves the customer and employee experience in the contact center
Customers expect and love a good experience when interacting with your organisation and no longer accept long waiting times before speaking to an agent. They get tired of endlessly repeating themselves and navigating through confusing phone menus. In this session, you will learn how Vonage and Service Cloud Voice can improve the customer and employee experience in the voice channel, and how contact managers and agents can use voice data to improve the customer service quality and experience.
Track 3: Future-proof Service Operations - How B2B companies can boost a connected service experience
Like all businesses areas, business-to-business (B2B) is changing. Newcomers in the industry, emerging marketplaces, digital-savvy customers, the world of B2B is constantly shifting. Companies need to be more agile to be able to respond to change. Digital is essential and many organisations are looking to transform their business. The Salesforce Customer 360 platform allows you to synchronise the entire B2B customer lifecycle — from inquiries and orders to payments, inventory, delivery and support — thus, streamlining and optimising service. In this session, Valtech will share insights on how to boost customer and employee experiences as a B2B organisation.